Help center

Everything you need to know about booking, traveling, and hosting on ViaGo.

Frequently Asked Questions

How do I pay for my ride?

You can securely pay for your ride using QRIS during the checkout process. Your payment is held in escrow and only released to the driver once the trip is successfully completed.

What is the cancellation policy?

Passengers can cancel for a full refund up to 24 hours before departure. Cancellations within 24 hours are subject to a 50% fee to compensate the driver.

How do pick-ups work?

During booking, you'll see a designated pick-up zone (e.g., a specific mall or station). You can coordinate the exact meeting spot with your driver via in-app messaging after booking.

Safety Guidelines

Your safety is our top priority. Here's how we keep the community secure.

Verified Members

Every member on ViaGo undergoes a verification process. We verify phone numbers, email addresses, and require official ID verification for all drivers before they can publish a ride.

Ratings and Reviews

After every trip, both drivers and passengers leave reviews. This dual-rating system ensures transparency and helps maintain a high standard of behavior within our community.

Secure Payments

No cash ever needs to change hands. Our cashless QRIS payment system ensures that your financial details are secure and your money is protected until you reach your destination.

Contact us

We're here to help. Reach out to our support team.

If you couldn't find the answer to your question in our Help Center, please don't hesitate to contact us directly.

Get in touch

support@viago.com

0800-1-84246 (Toll-Free ID)